In today's digital age, the most valuable Voice of the Customer data lies right at your fingertips. While Instagram comments, product reviews, and NPS surveys provide valuable insights, the goldmine of customer feedback often lies within your Customer Support team's daily interactions. This is where the real treasure trove awaits.
Join us for an enlightening conversation with Nicole Beepath-Singh, the Training and QA Lead at Staples Canada to get an insider’s look at how Staples’ Quality Team has become the powerhouse behind refining the customer experience. They have recognized that pure customer support, while essential, is not enough. By tuning into the wealth of insights obtained from daily customer interactions, they’ve elevated Quality from a support function to a cornerstone of their business, particularly in eCommerce.
Join us for an enlightening conversation with Nicole Beepath-Singh, the Training and QA Lead at Staples Canada to get an insider’s look at how Staples’ Quality Team has become the powerhouse behind refining the customer experience. They have recognized that pure customer support, while essential, is not enough. By tuning into the wealth of insights obtained from daily customer interactions, they’ve elevated Quality from a support function to a cornerstone of their business, particularly in eCommerce.
When
Thursday, September 28th, 2023 at 11am PT / 2pm ET
Thursday, September 28th, 2023 at 11am PT / 2pm ET
Where
Zoom Webinar
Zoom Webinar
Don't miss this transformative journey with us. You’ll learn how to:
- Prioritize Data-Driven Decision Making: Leveraging quality metrics and conversation analytics to transform customer interactions into actionable insights across the organization
- Empower Teams with Transparency: Providing managers and agents with direct access to performance metrics, fueling consistent feedback and growth.
- Pinpoint Customer Friction: Crafting scorecards to swiftly identify and action areas causing the most customer friction.
- Cultivate a Culture of Trust: Using calibration and appeal tools to ensure consistent grading, bridge understanding gaps, and foster a collaborative environment between agents, graders, and leadership.
About Nicole Beepath-Singh
Coming Soon.
About Haley Fortune
Haley is the Content Marketing Manager at MaestroQA where she spearheads the new Product Webinar series. MaestroQA offers modern QA software that helps support teams identify and automate agent coaching opportunities to empower their team and optimize customer experience.
